The main responsibility is providing 2nd line technical support within the Microsoft operating system & application arena along with essential general system administration tasks.

The role is based on resolving technical support tickets as part of a team on a busy Service Desk.

Who we are:

We are a thriving, vibrant and mature managed technology services provider, offering comprehensive support and infrastructure solutions to a diverse client base of long-standing, sizeable customers with whom we share an intimate relationship. Our clients range from household brands to global corporations.

The 2nd Line IT Service Desk Engineer Role:

The role is focused upon day to day delivery of technical support which needs to be completed in an effective, timely manner with attention to detail and accuracy. The nature our business requires a high level of technical knowledge, flexibility, common sense and initiative. While the specific content of your role is clearly defined, this may evolve over time and needs a proactive and hands on approach to duties.

We expect the candidate to be competent and confident working in the following areas:

Along with the above, the candidate needs to demonstrate exceptional communication skills, instilling confidence in others with regards to their knowledge, competency and ability to deliver.

The specific skills we are looking for are:

Virtualisation – preferably VMWare ESXi, but a good knowledge of HyperV will stand candidates in good stead.
Experience of administering VMWare ESXi would be ideal. VMWare Workstation and other virtualisation platforms are not acceptable.

Windows Server domains – candidates should have a strong understanding of how a Windows domain works and how all the services are integrated. They should have a good knowledge of Active Directory and GPOs. Merely creating users is not considered sufficient experience for this role.

Microsoft Exchange / O365 – candidates need to have a basic understanding of how Exchange works, datastores, mail flow and trouble shooting. Merely experience of creating or administering users is not sufficient for this role. For Office 365 the candidate needs at least hands on experience of user and licence administration, any further advanced experience would be advantageous, such as O365 migrations.

Networking – candidates should understand subnetting and the principles of routing. They should understand the use and configuration of DHCP and DNS. Experience of SOHO routers such as Drayteks is mandatory, with technologies such as port forwarding and WAN configuration taken as granted. Candidates should understand the use of VLANs and their purpose. Candidates should be able to configure wireless networks, any exposure to Meraki technologies is advantageous.

Ideally the candidates should have exposure to backup technologies such as Veeam and Backup Exec, as well as general application experience. Understanding of services such as MimeCast & OpenDNS is desired.

You may have worked in the following capacities:
1st Line Support Engineer, Service Desk Engineer, Microsoft Support Engineer, Hosting Engineer, Network Engineer, Cloud Services Engineer, Infrastructure Engineer, iaaS Engineer, IT Support Engineer.

Interested? Apply here for a fast-track path to the hiring manager

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If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.